Trends Report

Customers Won’t Find Mobile Banking Features Without Sufficient Guidance

November 22nd, 2019

Summary

Banking apps often fail to provide connections between features to help customers complete a task, and they don’t properly label links. Provide links to features that customers will want to use as they complete banking tasks. Tell customers what to expect before and after they move between mobile banking features. Cut the time to complete mobile banking tasks by having a chatbot search on the customer’s behalf.

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